**Job Title:** Contact Center Manager
**Company:** Globe Telecom
**Location:** Cebu, Central Visayas, PH
**Job Type:** Full-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7+
**Job Description:**
Globe Telecom is seeking a dynamic and dedicated Contact Center Manager to lead our customer service initiatives and enhance the overall customer experience within our contact center operations in Cebu, Central Visayas. The ideal candidate will possess strong leadership qualities, extensive experience in contact center management, and a passion for driving service excellence.
**Key Responsibilities:**
- **Operational Leadership:** Oversee daily operations of the contact center, ensuring that KPIs and service level agreements are met or exceeded.
- **Team Development:** Recruit, train, and mentor a team of customer service agents and supervisors, promoting a culture of continuous improvement and professional growth.
- **Performance Monitoring:** Utilize data analysis and reporting tools to monitor individual and team performance, implementing corrective actions when necessary to maintain high-quality service levels.
- **Customer Experience Enhancement:** Develop and implement strategies to improve customer satisfaction, reducing handle time while enhancing the quality of service provided.
- **Process Optimization:** Identify process inefficiencies and propose improvements to workflows that enhance operational efficiency and customer experience.
- **Budget Management:** Manage the contact center budget, forecasting staffing needs and expenses while adhering to financial constraints.
- **Policy and Procedure Development:** Establish and enforce contact center policies and procedures, ensuring compliance with industry regulations and company standards.
- **Collaboration:** Work closely with various internal departments, including IT, HR, and Marketing, to align customer service strategies with overall company goals.
- **Technology Implementation:** Stay updated on the latest contact center technologies and tools, exploring opportunities for implementation that enhance operational performance.
- **Crisis Management:** Address and resolve escalated customer issues and complaints, demonstrating an ability to maintain calm and professionalism in high-pressure situations.
- **Reporting & Analytics:** Prepare and present regular reports on departmental performance, customer satisfaction metrics, and team achievements to senior management.
**Requirements:**
- **Experience:** Minimum of 7 years of experience in contact center management or a related field, with a proven track record of successful team leadership and performance improvement.
- **Education:** A Bachelor's degree in Business Administration, Management, or a related field. A Master's degree is a plus.
- **Technical Skills:** Proficiency in contact center software and technologies, alongside a strong understanding of performance metrics and analytics tools.
- **Personality Traits:** Must be passionate about customer service, demonstrating independence and a proactive approach to problem-solving.
- **Soft Skills:** Exceptional adaptability and planning skills, with a keen ability to manage change and ensure team alignment with corporate objectives.
- **Communication:** Excellent verbal and written communication skills in both English and Filipino.
- **Availability:** Willingness to work flexible hours, including holidays and weekends, as required by the operational needs of the contact center.
**Benefits:**
- Free food provided during office hours
- Visa sponsorship for qualified candidates
- Vision insurance to support employee well-being
**Working Environment:**
At Globe Telecom, we strive for excellence and uphold high standards in all endeavors. We foster a collaborative and supportive workplace culture, encouraging all team members to contribute ideas and drive initiatives that elevate our customer service experience.
**Equal Opportunity Statement:**
Globe Telecom is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and walks of life.
**Application Deadline:** ********
If you possess a passion for customer experience, have a knack for team management, and are excited to help shape the future of Globe Telecom's contact center operations, we invite you to apply for this exciting opportunity.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
